IT Infrastructure Library (ITIL®) Foundation Certification (2011 Edition)

Course Length: 3 days

Course Description
If you are an IT professional looking to get into IT service management using ITIL best practices, the IT Infrastructure Library (ITIL®) Foundation Certification (2011 Edition) course is the first step in your preparation. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

Implementing and supporting IT services in the workplace can often be a daunting task since all organizations differ in key ways. Whether it’s upgrading from one service to another, improving an existing service, or designing a service from scratch, business focused leadership and management are crucial elements of services that your customers will perceive as valuable. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will be introduced to the fundamental concepts of ITIL to prepare you for the Foundation Certification.
This course is accredited by ACQUIROS and PEOPLECERT.

Course Objectives:
In this course, you will describe the basic fundamental concepts of ITIL, and identify the phases of the IT Service Management Lifecycle.

You will:

• Describe the history and basic concepts of ITIL.
• Describe Continual Service Improvement in the IT Service Lifecycle.
• Describe Service Operation in the IT Service Lifecycle.
• Describe the various functions of Service Operation Lifecycle in the IT Service Lifecycle.
• Describe Service Transition in the IT Service Lifecycle.
• Describe Service Design in the IT Service Lifecycle.
• Describe Service Strategy in the IT Service Lifecycle.

Prerequisites:
End-user level computer and networking skills are required. You can obtain this level of skill and knowledge by taking the following Logical Operations course:

• Using Microsoft® Windows® 8.1 or any similar introductory course.

Some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take the following Logical Operations course, or have the equivalent level of experience:

• CompTIA® IT Fundamentals™ (Exam FC0-U51) or other courses selected from the Logical Operations “IT Systems and Security” curriculum library.

Course Content
Lesson 1: Introduction to ITIL
Topic A: ITIL Basics
Topic B: The Service Lifecycle

Lesson 2: Continual Service Improvement
Topic A: Purpose, Objectives, and Scope of CSI
Topic B: CSI Principles

Lesson 3: Service Operation
Topic A: Basic Concepts of Service Operation
Topic B: The Event Management Process
Topic C: The Incident Management Process
Topic D: The Problem Management Process
Topic E: The Request Fulfillment Process
Topic F: The Access Management Process

Lesson 4: Service Operation Functions
Topic A: The Service Desk Function
Topic B: The Technical Management Function
Topic C: The IT Operations Management Function
Topic D: The Application Management Function

Lesson 5: Service Transition
Topic A: Basic Concepts of Service Transition
Topic B: The Change Management Process
Topic C: The SACM Process
Topic D: The Release and Deployment Management Process
Topic E: The Knowledge Management Process

Lesson 6: Service Design
Topic A: Basic Concepts of Service Design
Topic B: The Service Level Management Process
Topic C: The Service Catalog Management Process
Topic D: The Availability Management Process
Topic E: The Capacity Management Process
Topic F: The Information Security Management Process
Topic G: IT Service Continuity Management
Topic H: The Supplier Management Process

Lesson 7: Service Strategy
Topic A: Basic Concepts of the Service Strategy Phase
Topic B: The Financial Management Process
Topic C: The Service Portfolio Management Process
Topic D: The Demand Management Process
Topic E: The Business Relationship Management Process

Appendix A: Syllabus Mapping